Customer Services Team Leader

Merlin Entertainments Group; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a dynamic team at an exciting adventure park, where you'll lead customer service efforts to ensure every guest has a memorable experience. As a Customer Services Team Leader, you'll inspire your team to exceed expectations across various communication channels. With a focus on continuous improvement, you'll analyze feedback trends and implement strategies to enhance service quality. This role offers a competitive hourly rate, along with fantastic perks like free tickets to attractions and discounts on various products. If you have a passion for guest service and team leadership, this is the perfect opportunity for you!

Benefits

Merlin Magic Pass - 20 free tickets

40% discount off LEGO

25% discount in on-site shops

Discounts on over 1000 retailers

Ongoing training and development

Qualifications

• Previous experience in customer service preferred.
• Strong written and verbal communication skills required.

Responsibilities

• Lead a team of Customer Services Hosts to ensure excellent guest interactions.
• Track team performance against customer satisfaction goals and KPIs.

Skills

Customer Service Experience

Strong Communication Skills

Time Management

Team Leadership

Problem Solving

Guest Service Passion

Tools

Accesso

Avius

Call Centre Platforms

Microsoft Excel

Job description

What you'll bring to the team

Location:Chessington World of Adventures Resort, Leatherhead Road, Chessington, Surrey KT9 2NE

Hours:Fixed term contract to November 2025. Full time hours across weekdays and weekends

Advert closing date:Tuesday 20th May 2025Please note we reserve the right to close applications earlyif we receive a high volume of quality applications. We would therefore recommend that you submit your application as soon as possible.

COME & JOIN BRITAINS WILDEST ADVENTURE!

Here at Chessington World of Adventures the 2025 Season is in full swing and we are looking for a Customer Services Team Leader to join the team!

In this role, you'll lead a team of Customer Services Hosts, ensuring every guest interaction, whether through call, email, live chat, or other channels, exceeds expectations. You'll be a key player in driving outstanding service while staying true to our Merlin Values.

As a leader and coach, you'll guide the team to deliver excellent guest service across all communication channels, stepping in as a point of escalation for any queries. You'll track team performance against customer satisfaction goals and KPIs, offering daily feedback to maintain high standards. Additionally, you'll analyse guest feedback trends and develop action plans to drive continuous improvement.

This is a seasonal role

Qualifications & Experience

• Previous experience in a customer service role is preferred
• Strong written and verbal communication skills
• Excellent time management, with the ability to prioritise
• Familiarity with systems such as Accesso, Avius, and Call Centre platforms
• Proficient in computer usage, with a particular focus on Microsoft Excel
• A genuine passion for providing outstanding guest service
• The ability to motivate, inspire, and lead a team, ensuring performance exceeds expectations
• Exceptional communication skills, with the ability to manage escalations and resolve issues efficiently

Benefits

• An hourly rate of £12.58
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

GBP £12.58/Hr.